Design And Implementation Of Integrated Support Platform With SOA For Network Complaint Handling

With the rapid development of mobile communication technology, the scale ofmobile networks has become larger and larger, and with more and more highcomplexity, which brings the enormous challenge on the network operationmaintenance. Handling complaint on time is an important means of improvingcustomer satisfaction. Owing to the concurrent complaint departments with the needof landing circulation of the support system, processing efficiency is low, theprocessing time is long, so building a centralized network complaint handlingcomprehensive platform is in urgently need. That means unified management servicecomplaints single sign-on and one-stop management are also in great need.Due to the need to integrate the number of complaints support system,complexity and diversity, this paper USES the enterprise integration of informationindustry recognized SOA (Service Oriented architecture Architeture), analyzes thecomplaint handling support system, Service, formulate unified modeling dataextraction, and with the service code which based on the Service to each complainthandling procedures.Based on specific projects mobile communications corporation, the design,realization network platform, comprehensive complaint handling procedures ofcomplete and optimization, multiple complaints support system integration business,according to the service guide of curing process experience. The main platformfeatures include complaint handling complaint guides, guide management, integratedfunction services, complaints batch, complaints, automatic analysis and statisticalanalysis and system management complaints etc. According to the different systeminterface characteristics and application requirements, the integrated platform usingthe interface of system integration and depth or interface integration mode, adoptedthe Portal, ESB and BPEL, Web Services have identified, design and realization ofcomplaint handling main function, achieve finally rapid response to customercomplaint, accurate positioning fault analysis, failure, timely solution to networkusers complaints. The results show that this platform can improve customersatisfaction and complaint handling efficiency, which can also improve mobilebusiness operations and network management level.